Customer Care

About us

The Ralph Veterinary Referral Centre PLC is a medium-sized business in Marlow SL7 1YG. We are supportive, rewarding and customer-centric, and our goal is to set the standard for small animal (dogs, cats) referral veterinary care with an ethical conscience.

Our work environment includes:

• Modern office setting
• On-the-job training
• Relaxed atmosphere

Company description

The Ralph is the UK's largest independent (non-corporate) veterinary referral centre for dogs and cats in Marlow, Buckinghamshire. The hospital is located next to the A404 between the M4 and M40 motorways on Globe Business Park. Fun fact: the hospital is named after Ralph, a lovely cat who lived with our Founder/CEO.

Job description

Customer Care Team Member

Our dedicated Customer Care Team is at the forefront of everything we do at The Ralph. They are the friendly voice at the end of the telephone, the warm welcome as you visit the hospital and the bridge between our communities and our clinical team.

We have opportunities in our Customer Care Team for experienced and enthusiastic individuals to come and join Team Ralph.

RESPONSIBILITIES:

Responsibilities include, but are not limited to:

• Liaising with referring veterinary practices and pet carers to book appointments
• Greeting clients and patients for their appointments
• Facilitating patient discharges
• Communicating with other members of Team Ralph – including our clinical staff
• Delivery of a first-class service for clients, referring Veterinary Surgeons and visitors.
• Taking payments
• Other related administrative duties

The rota includes working weekday early and late shifts and some weekends/Bank Holidays.

YOU:

Essential

• Share our core values. Values such as compassion, patience, gratitude, humility and a learning mindset.
• Contribute positively to the hospital team environment to further The Ralph's reputation and image with clients, colleagues and students.
• Demonstrate a high level of interpersonal skills and can use tact and discretion when working with sensitive and personal issues.
• Be enthusiastic and motivated, and want to provide high-quality customer service in a veterinary environment.
• Prioritise tasks and go with the flow in a changeable working environment.
• Work on your own initiative, showing a proactive approach to work.
• Deal calmly, confidently and positively with people at all levels, over the phone, via email, and in person.
• Embrace technology as required to perform your role.
• Work well as part of a team that includes a Customer Care Team Manager.
• To have a high standard of written skills in English and Maths.

Desirable

• Have previous experience in the veterinary or medical sector.

The Ralph is a workplace that focuses on culture, core values and mission. We would love to hear from you if you want to know more about this.

BENEFITS

• Starting salary range: £25,400-£29,000 per annum
• Paid lunch breaks
• Employee share options
• Membership to the British Veterinary Receptionist Association (BVRA)
• Twenty-five days holiday; plus Bank Holidays or time in lieu.
• Generous discount on staff pet treatments

Work remotely

• No

Job Types: Full-time, Permanent

Pay: £25,400.00-£29,000.00 per year

Benefits:

• Company events
• Company pension
• Discounted or free food
• Employee discount
• Employee stock ownership plan
• Free parking
• On-site parking

Ability to commute/relocate:

• Marlow SL7 1YG: reliably commute or plan to relocate before starting work (required)

Education:

• A-Level or equivalent (preferred)

Experience:

• customer service: 1 year (preferred)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Work Location: In person

Application deadline: 16/11/2025